General Manager I

3 hours ago

Roanoke, Virginia, United States National Express LLC Full time

Job Summary:

We are seeking a highly skilled and experienced General Manager I to join our team at National Express LLC. As a key member of our operations team, you will be responsible for delivering overall performance and results for our Customer Service Center (CSC).

Key Responsibilities:

  • Collaborate with company leaders to understand overall business goals and create a CSC operating plan to support these objectives.
  • Ensure the CSC is a customer-centric team focused on building strong and effective partnerships.
  • Develop CSC plans and priorities to address resource and operational challenges.
  • Communicate company values, strategies, and objectives to share information and encourage feedback and input.
  • Review budgets and develop the annual operating plan business review.
  • Develop short and long-range business plans to increase incremental business, revenues, and margins.
  • Direct, coach, and develop CSC staff to obtain the required skills and abilities to act independently in their job assignments.
  • Build company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
  • Create a culture of safety while providing a high quality of service.
  • Identify key safety issues affecting the safety of passengers and employees and take corrective action to resolve these concerns.
  • Meet regularly with school district administrators to review service quality and performance.
  • Enhance and build on current customer relationships to ensure customer retention.
  • Work with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.

Requirements:

  • Bachelor's degree in business administration, management, or related field or 10-12 years of comparable experience; MBA preferred.
  • At least 3 years of supervisory experience and P&L oversight.
  • Proven ability to meet service delivery expectations including customer and safety.
  • Ability to travel up to 10%.
  • Bi-lingual abilities a plus.
  • Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
  • Knowledge of the companies, service promise, services, capabilities, policies, procedures, and practices to effectively manage CSC personnel.
  • Knowledge of customer service best practices to build strong customer relationships.
  • Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
  • Knowledge of leadership and management practices and techniques.

About National Express LLC:

National Express LLC is a leading transportation firm in the United States, operating across 34 states and three provinces. We are committed to providing the highest level of transportation safety, quality transportation, outstanding customer service, and positive employee relations.

Why Join Us:

At National Express LLC, we offer a dynamic and challenging work environment that fosters growth and development. We are committed to diversity and inclusion, and we welcome applications from qualified candidates who share our values.

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